Webhelp South Africa, Customer Experience Innovators
We believe that creating a better customer experience delivers improved revenues, reduced costs and more loyal customers. That's why our blue-chip clients trust us to deliver excellent experiences to their customers.
Established in 2013, we have 2 experience centres in South Africa with ambitions to grow...
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We want someone who can work well under pressure, keeping their cool under tight deadlines in a fast-paced environment. Someone with more than just a proven track record of experience, someone who is passionate about big data and effective ways of working.
You’ll need to be future thinking and passionate but also understand the needs of our business and how data and analytics drives true value through everything we do.
If you have the right skills, experience and attitude, then don’t miss out on what could be your perfect dream job. Apply today!
What you’ll be doing
Delivering innovative value adding analysis and insights
Managing insight analysts in line with agreed objectives and targets, whilst maintaining a dynamic and creative environment
Delivering an exceptionally high level of objective insights based advice based on analytics to guide account strategies and tactics
Managing stakeholders on allocated key accounts
Delivering analytical outputs and presentations to internal and external clients
Working in partnership with clients to ensure the analysis to deliver analytical results, driving strategy and ensuring analytics deliver to business plans
Taking analytical recommendations and supporting implementation of them into operations, working with stakeholders to deliver solutions that drive tangible improvements
Working closely with the BI and Solutions Teams to ensure opportunities are appropriately designed and subsequently tracked through effective monitoring of advisor and customer behaviours
Proactively identifying opportunities to improve the drivers of cost and revenue through analysis of trends, KPIs, root cause and other applicable analytical techniques
What you’ll need
Matric
Degree level qualification (preferably in science or mathematics)
Customer management experience (Preferred)
Contact centre and channel analytical experience (Advantageous)
Excellent numeracy, communication, planning and problem solving skills
Demonstrable logical thought process as well as methodological approach to problem solving and analytics
Proven understanding of fundamental statistical analytical techniques
SQL coding skills and process analytical skills such as Six Sigma or Prince 2 (Advantageous)
Experience in using BI and analysis tools (PowerBI, SQL, SAS, SPSS, Portrait, Qlikview or similar) to manipulate and analyse large volumes of data
Salesforce experience (Advantageous)
Understanding and practical use of segmentation and predictive modelling techniques
Experience in analysis of unstructured data such as speech, text and web data (Advantageous)
Project management experience (Advantageous)
The ability to make complex analytics simple to understand to our stakeholders
Proven track record in effectively supporting change management initiatives (Preferable)
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